CARRIE MARTIN
Cleveland,TN
Summary
Senior Customer Representative for last 12 years at a high call volume center environments, handling 60 +call per day while maintaining accuracy, professionalism, and customer satisfaction. Skilled in resolving complex customer issues, de-escalation, and adhering to strict performance metrics targets while maintaining a positive customer experience..Work well under pressure.
Overview
30
30
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader
WHIRLPOOL CX CALL CENTER
09.2013 - Current
- Advanced from customer service to Resource Team, then to Chat and Email Team, and currently on Safety Recall Team.
- Handled multiple calls, mentored team members, took escalation calls, collaborated on special projects across teams.
- Completed various training courses to enhance skills and knowledge.
Customer Service Representative
SUNRISE CREDIT
Cleveland, Tn
01.2008 - 01.2010
- Assisted customers with inquiries and resolved issues promptly.
- Processed transactions accurately using company software systems.
- Maintained customer records and updated account information consistently.
- Called to collect payments, processed repossessions, and managed sales account transactions.
- Worked part-time in various roles
Homemaker
Self Employed Services
Cleveland, Tn
01.2000 - 01.2008
- Managed household activities and schedules.
- Executed diverse part-time roles in multiple industries, adapting skills to meet varying demands.
- Executed daily responsibilities with precision and timeliness
- Proposed creative solutions that improved collaboration and resolved challenges within the team.
- Performed various part-time roles across different industries.
Senior Customer Service Representative
COMMERCIAL CREDIT
01.1996 - 01.2000
- Processed mortgage and personal loan payments at front desk, ensuring accurate transaction handling.
- Assisted customers with inquiries and resolved issues, enhancing overall customer satisfaction.
- Processed transactions accurately while maintaining compliance with company policies.
- Trained new staff on customer service protocols, improving onboarding experience and team readiness.
Education
BRADLEY CENTRAL HIGH SCHOOL -
BRADLEY CENTRAL HIGH SCHOOL
Cleveland , Tn 08.1988 - 05.1991
Business classes - no degree
Cleveland State Community College
Cleveland , TnSkills
- Problem-solving
- Conflict resolution
- Time management
- Empathy
- Communication
- Adaptability
- Patience
- Attention to detail
- Speed and efficiency
- Positive attitude
- Strong work ethic
Awards
- Employee of the month
- Several recognitions from customers
Timeline
Team Leader
WHIRLPOOL CX CALL CENTER
09.2013 - Current
Customer Service Representative
SUNRISE CREDIT
01.2008 - 01.2010
Homemaker
Self Employed Services
01.2000 - 01.2008
Senior Customer Service Representative
COMMERCIAL CREDIT
01.1996 - 01.2000
BRADLEY CENTRAL HIGH SCHOOL -
BRADLEY CENTRAL HIGH SCHOOL
08.1988 - 05.1991
Business classes - no degree
Cleveland State Community College